Lead - Wireline Assurance

4 weeks ago

Patna, Bihar, India Airtel Full time
Job Description

Key Deliverables:

- Ensure resolution of customer SRs within SLA timelines with full compliance to norms.
- Improve SLA performance for Solitaire and Titanium customers by reducing open SRs >3 hrs.
- Implement quality of repair measures and proactive performance monitoring.
- Reduce GFR (Getting First-time Right), repeat, and reopened service requests across all products.
- Drive reduction in field service requests.
- Coordinate with Operations, Planning, and NOC teams for swift error and degradation closure.
- Monitor and control OPEX and budget efficiently.
- Develop dashboards and MIS reporting for performance trends and improvement areas.

Role Responsibilities:

- Lead and guide service assurance for Wireless & Wireline (NLD & Access) B2B customer links.
- Drive continuous improvement initiatives to enhance efficiency and cost optimization.
- Build and maintain a motivated, skilled service team; promote knowledge sharing.
- Manage cross-functional teams in a dotted-line matrix environment.
- Maintain high customer satisfaction through strong governance and stakeholder communication.
- Ensure adherence to process-driven approach to meet customer delight.
- Leverage technical knowledge on ECI, NPT, CEN, iWAN devices (Radwin, Cambium) and FTTH.
- Collaborate with business units to align customer service operations with business goals.

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